RoboQuess Infotech Private Limited
Website:
roboquess.com
Job details:
- Position: Service Desk Engineer (L1/L2)
- Location: Remote
- Experience: 2-5 Years
- Department: Managed IT Services
- Employment Type: Full-Time
Job Summary
We are seeking a proactive Service Desk Engineer (L1/L2) to provide technical support for Microsoft 365, Azure, AWS, Windows, Networking, and Endpoint Management environments. The role involves managing incidents, service requests, troubleshooting user issues, and ensuring SLA compliance.
Key Responsibilities
- Provide L1/L2 support for incidents and service requests.
- Troubleshoot Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online).
- Manage user accounts, password resets, MFA, and access requests.
- Support Windows 10/11 desktops, laptops, printers, and applications.
- Assist with Microsoft Intune and device management.
- Support Azure AD (Entra ID), Azure resources, AWS IAM, and EC2-related requests.
- Troubleshoot VPN, Wi-Fi, DNS, DHCP, and network connectivity issues.
- Monitor and respond to alerts using ITSM and monitoring tools.
- Escalate complex issues to L3 teams and vendors.
- Maintain documentation, knowledge base articles, and SOPs.
Required Skills
- Microsoft 365 Administration & Support
- Azure & AWS Fundamentals
- Windows Desktop Support
- Microsoft Intune / Endpoint Management
- Active Directory / Entra ID
- Networking (TCP/IP, DNS, DHCP, VPN)
- ITSM Tools (ServiceNow, ManageEngine, Jira, Freshservice)
- Strong troubleshooting and customer service skills
Qualifications
- Bachelor's Degree in IT, Computer Science, or related field.
- IT Helpdesk/Service Desk experience.
- Managed Services or Infrastructure Support experience.
Preferred Certifications
- MS-900 (Microsoft 365 Fundamentals)
- AZ-900 (Azure Fundamentals)
- AWS Cloud Practitioner
- ITIL Foundation
Interested candidates may send their resume to aqsa.rehman@roboquess.com.
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